Limiting Agent Access to Group Tickets in Zendesk
How do I limit agent access to tickets within their groups in Zendesk?
Limiting agent access to tickets within their groups is crucial for brand restriction in Zendesk.
For Enterprise plans, you can create or edit custom roles to restrict agents to only access tickets within their groups. For Suite Growth and Professional plans, you can set these restrictions directly from the agents' profiles in Support. This ensures agents only handle tickets for the brands they are assigned to.
More related questions
How can I restrict agents to specific brands in Zendesk?
To restrict agents to specific brands in Zendesk, you need to create groups, limit agents to those groups, and set up triggers. First, create groups for each brand, adding agents whose access you want to restrict. Then, limit agent access to…
What are the steps to create groups for brand restriction in Zendesk?
Creating groups is the first step to restrict agents to specific brands in Zendesk. After setting up multiple brands, create groups that align with your brand structure. You can opt for a simple setup with one group per brand or a more complex…
How can I set up triggers to route tickets to the correct brand group in Zendesk?
Setting up triggers is essential to route tickets to the correct brand group in Zendesk. Create triggers that activate when a ticket is created for a specific brand. The trigger should then assign the ticket to the appropriate group. You can also…
Can I add group-limited views for brand-specific tickets in Zendesk?
Yes, you can add group-limited views to manage brand-specific tickets in Zendesk. This optional step allows you to restrict views to a specific group, ensuring only designated agents can see tickets for a particular brand. However, be aware that…
What happens if an agent changes the brand of a ticket in Zendesk?
If an agent changes the brand of a ticket in Zendesk, they can still access it as long as it remains assigned to their group. To further restrict access, you can set up a trigger that reassigns the ticket when the brand is changed. This ensures…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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